Customer Support for Entertainment Platform
Below is a modified rendering of the review: private info excluded, innate facts kept.
Introductory information
A fast induction on the buyer’s organisation
I am the operations ruler at YouView, a revolutionary television platform that provides live and On Demand entertainment at our viewers’ convenience.
Desired goal
What challenge were you trying to address with The Contact Company?
With the increasing achievement of our broadcasting platform, it was urgent to set up a scalable support center to feel our growing client needs.
Provided solution
What particular tasks were The Contact Company responsible for?
The Contact Company provides 24/7 sales and technical support via phone, email, and collective media. They also interact with clients on our website through our forum and live chat plugin. The onboarding process included tooling, fruit training, daily KPIs, and general account treatment tasks.
What is the team compound?
Each shift has a team chief who oversees a cluster of client support representatives. The size of the team expands during peak hours.
How did you come to work with The Contact Company?
We ran a bid program to evaluate five possible client support vendors on their pricing and condition of labor. In accession to having the most value-based pricing, The Contact Company was the only organisation to propose an forcible organisation culture, agility, fruit knowledge, and executive engagement.
What are you approach expents (if diclosed)?
To date, we have spent less than $1,000,000 for their labors.
What is the terminal result of working with The Contact Company?
They began working with us in October 2014, and we program to last the union until October 2019.
Results achieved
Are there any measureable or plum results?
The Contact Company easily surpassed our goal for 80% client contentment. Our clients are constantly sending feedback almost their real engagements with their support representatives.
How did The Contact Company accomplish from a project treatment standpoint?
We share the same SaaS tools, which made the onboarding process incredibly smooth. Their team maintains a fast and fruitive workflow and keeps us informed of trends. They are also extremely pliant with new demands and changing requirements.
What is (from your point of view) the key factor to pay observation while intercourse with The Contact Company?
Their real organisation culture is undoubtedly their wonderfulest force. Despite being an outsourced vendor, they are dedicated to our goal of ultimatum client contentment.
What aspects of their work would you like to get improved?
From our perspective, there are no areas of interest.
